Team Lead - Digital (Web Chat & Email)

Team Lead – Digital (Web Chat & Email)_A

Location: Kolkata
Experience: 3–10 Years
Process: International Digital / Web Chat / Email Customer Service
Shift: Rotational shifts, including night/graveyard shifts, weekends and public holidays

Job Summary

We are looking for an experienced Team Lead to manage an international digital customer-service team handling web chat, email and other digital interactions. The role will be responsible for team performance, customer experience, service levels, quality, productivity, escalations, coaching and day-to-day operations.

Key Responsibilities

• Lead and manage a team handling international web chat, email and digital customer-service interactions.
• Drive performance against SLA, quality, productivity, CSAT, FCR and response-time targets.
• Conduct daily huddles, one-to-one coaching, performance reviews and development sessions.
• Handle complex customer queries, complaints, escalations, retention and billing-related concerns.
• Monitor chat concurrency, queue volumes, response times, email backlogs and workload distribution.
• Ensure compliance with process, quality, data privacy, verification and documentation requirements.
• Analyse performance trends and customer feedback and implement corrective actions.
• Work with Quality, Training, WFM and Operations teams to improve performance and service delivery.
• Support new-hire nesting, refresher training and continuous team development.
• Maintain operational reports, action plans, risk trackers and stakeholder updates.
• Identify opportunities to improve customer journeys, templates, macros, knowledge content and FCR.

Required Skills & Experience

• 3+ years of experience in international digital, web chat or email customer service.
• Minimum 3 years in a Team Lead, Acting Team Lead or people-supervisory role.
• Strong experience managing teams in a target-driven customer-service environment.
• Excellent written English with strong grammar, clarity, empathy and professional communication.
• Experience handling complex interactions, complaints, escalations and retention cases.
• Good understanding of digital customer-service KPIs and performance management.
• Experience with CRM, chat/email, WFM, quality-monitoring and reporting tools.
• Strong analytical, problem-solving, coaching and stakeholder-management skills.
• Willingness to work rotational shifts, including nights, weekends and public holidays.

Preferred

• Utilities experience, particularly electricity and gas customer service.
• Knowledge of billing, payments, collections, meter readings, move-in/move-out, complaints, vulnerability and customer retention.
• Bachelor’s degree in any discipline preferred.

Important Eligibility

• Ex-TCS employees are not eligible to apply.
• PAN and Date of Birth are mandatory for profile creation.